Multi-channel Engagement

Do business at the speed of the customer.

Web based contact management solutions make it easy to provide your customers with a broad range of ways to contact your agents, including voice, email, web chat, IM, SMS and social channels. Web contact management solutions allocate agents across multiple interaction types through true multimedia blending. A single agent can carry on a number of different customer simultaneous conversations from the same workstation.

Chat and IM Routing

Give agents and customers the ability to interact through Microsoft Lync or over the web through inbound routing of IMs and Web chat